User Research Operations, Slack

Slack is where work happens. It’s a collaboration hub where the right people and the right information come together, helping everyone get work done. We’re looking for a Senior Research Programs Lead who can help shape the future of the Slack Platform — giving teams the tools they need to streamline collaboration, boost team connection, and customize Slack to work just for them.

The Research & Analytics team aims to improve the product experience and maintain a customer-centered product development process at Slack through practical and impactful research on how people use Slack and what their needs are. The nature of our work covers every stage of the product development cycle — from the formative to the evaluative and everything in between. In this role, you will be responsible for supporting our release, pre-release and research operations programs at Slack. We’re looking for leaders who are passionate about technology, comfortable in a dynamic organization, have excellent communication, organization and collaboration skills, and are focused squarely on improving our product and our business.

Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together, we aim to be smart, humble, hard working and collaborative. If this sounds like a good fit for you, why not say hello?

What you will be doing:

• Identify and report on trends that may point to inter-related issues and critical customer insights.
• Show mastery around program management and operations within the area of responsibility by using internal tools and reporting structures to drive continuous improvements and efficiencies.
• Provide detailed information to Product Managers, Engineering and Executive Leadership for consistent, timely reporting.
• Monitor, triage and provide support in relevant channels for areas of responsibility.
• Track progress of efforts and programs by reporting on our key performance indicators
• See opportunities to work with customers to help advance the objectives of your program/area of responsibility.
• Support participant recruiting on an ad hoc basis including participant scheduling and coordination support for researchers.
• Create, socialize, and maintain repeatable processes for user research including recruiting, communications, templates, and incentive programs.
• Partner with Research Program Manager to create programs and partnerships to scale the practice of user research across the company.

What you should have

• Familiarity with the tools, methods, and overall practice of user research.
• A strong point of view on how programs and processes can enable research and engineering teams.
• 10+yrs of experience using SQL
• 10+yrs of experience with the following: Usability testing experience, exploratory interviews, concept testing
• The ability to self-direct work, and the tenacity and grit to seek out solutions to big-picture objectives in the absence of explicit directives.
• A hunger to learn more and a lens towards continuous improvement.
• The ability to synthesize large amounts of information to identify trends will be critical. Experience with SQL, Tableau and Salesforce is a plus.
• Excellent cross-functional communication and partnership. Experience partnering with stakeholders from Product, Design and Engineering. Confident in delivering and receiving feedback.
• The ability to explain technical concepts succinctly and clearly to customers, engineers, and non-technical team members.
• A sense of urgency and bias for action. You are committed to seeing issues through to resolution.
• The ability to maintain composure under pressure and adapt to a constantly evolving environment.
• Experience improving programs while navigating the processes and complexities of a large Fortune 500 company.
• An understanding of how SaaS products are built and operate. You can identify where something is failing in the technology stack and can quickly provide objective evidence to back up your findings.